Information requestsInformation requests

Introduction

The Information Requests function on the process manager application workflow allows approving Users to pause a step in a workflow to seek clarification or request additional information from the applicant, or any associated editors/administrators of the application under review. The feature is designed to ensure that all necessary details are addressed on the record before the workflow progresses to conclusion, and without the need to return the application to the start of the approval process unnecessarily. The information request process provides flexibility while ensuring accuracy and accountability throughout the workflow.

How it works

1. Pausing the workflow 

At any point during a workflow step, an approving User can raise an information request to ask a question or seek clarification. When this happens, the approval option for the step is removed and the workflow is temporarily paused, preventing it from moving forward until the request is resolved.

2. Sending a question 

The approver clicks on the Add information request button, composes their question and sends it to one or more named individuals presented (from the list of contributors, editors or administrators related to the record). 

Dependent on the User's profile settings, the recipient of the request will receive a system task, message and/or email notification.

The information request is displayed as part of a threaded discussion on the Application record itself as part of the workflow step, ensuring all related communication is available for future reference.  The recipient(s) of the information request can provide their answers directly within the thread on the record. This keeps all responses organised and connected to the original query, creating a clear and auditable record of communication.

3. Resolving the Question 

Once the approving User is satisfied with the answer(s) provided, they can mark the thread as Resolved. This action makes the Approve button available again, unpausing the workflow and allowing it to proceed to the next step.

4. Returning the Application  

If the approving User decides that the response does not adequately address their concerns, they have the option to Return the application to the draft proposal step for the applicant to address and subsequently resubmit the Application into the workflow once again with updated information.